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Latest ITIL-4-Specialist-Create-Deliver-and-Support Test Cram - Question ITIL-4-Specialist-Create-Deliver-and-Support Explanations

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support Exam Syllabus Topics:

Topic
Details

Topic 1

Service Automation and Technology: This section of the exam measures the skills of Automation Engineers and covers the integration of automation and technology in the development, delivery, and support of IT services. It includes understanding how tools and platforms streamline operations and increase efficiency.

Topic 2

Service Design and Development: This section of the exam measures the skills of Service Designers and covers how to design and develop services that align with both customer needs and business objectives. It includes identifying and defining service requirements, designing service components, and ensuring service quality throughout the development lifecycle.

Topic 3

Continuous Improvement: This section of the exam measures the skills of Process Improvement Analysts and covers leveraging feedback and data to enhance services, processes, and practices. It supports the ITIL framework’s emphasis on ongoing service enhancement and operational maturity.

Topic 4

ITIL 4 Principles: This section of the exam measures the skills of IT Service Managers and covers the application of ITIL 4’s guiding principles such as “Focus on Value,” “Start Where You Are,” and “Optimise and Automate.” The aim is to drive operational efficiency and service excellence.

Topic 5

Service Delivery: This section of the exam measures the skills of IT Operations Managers and covers the core processes and activities essential for the effective delivery of IT services. It emphasizes the importance of managing service transitions and operations to maintain consistent, high-quality service output.

Topic 6

Service Support: This section of the exam measures the skills of Technical Support Specialists and covers the support functions required to manage and maintain IT services. It includes practices for issue resolution, incident management, and sustaining service reliability over time.

Topic 7

Service Performance Metrics: This section of the exam measures the skills of IT Performance Analysts and covers how to identify and interpret key performance indicators and metrics. The focus is on evaluating service effectiveness and making data-driven decisions to improve service outcomes.

Topic 8

Culture and Collaboration: This section of the exam measures the skills of Team Leaders and covers fostering a service-focused culture within organizations. It emphasizes collaboration across teams and departments to enhance communication and ensure the success of service-based projects.| :

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Question ITIL-4-Specialist-Create-Deliver-and-Support Explanations & ITIL-4-Specialist-Create-Deliver-and-Support Latest Braindumps

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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q39-Q44):

NEW QUESTION # 39
An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Focus testing solely on user experience and delegate it to operational teams
B. Delegate to the vendor testing of the terminals and the card payment system
C. Include user experience and perception in the scope of testing and involve multiple teams
D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

Answer: C

Explanation:
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.

NEW QUESTION # 40
Which is an example of using a 'shift-left' approach to optimize password resets?

A. Allow users to reset their own passwords using an automated tool
B. Encourage users to remember or safely record their passwords to reduce the number of password resets
C. Train service desk agents to categorize password resets as service requests
D. Automatically assign a high priority to password reset requests to resolve them faster

Answer: A

Explanation:
Allowing users to reset their own passwords using an automated toolmoves support closer to the user, which is a direct application of theshift-leftapproach, improving speed and efficiency.

NEW QUESTION # 41
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A. Outsource the development of new technology segments to specialized vendors
B. Increase the total number of employees focusing on new hires with expertise in emerging technologies
C. Restructure the organization to create specialized departments for emerging technologies
D. Invest in targeted training programmes for existing staff in relevant emerging technologies

Answer: D

Explanation:
The best strategic approach is to invest in targeted training programmes for existing staff in relevant emerging technologies (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.3.2) states:
"Investing in training leverages existing staff knowledge, aligns competencies with new market needs, and ensures cultural continuity, which is critical during expansion." This is cost-effective and builds internal capability, unlike option A (expensive hiring), option C (relinquishes control), or option D (disruptive restructuring). The guide notes: "Skill development supports the service value system's adaptability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Competency Development.

NEW QUESTION # 42
An organization has found that a significant amount of rework is required because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A. Limit the use of tickets to major and high-priority incidents
B. Use swarming to improve collaboration and validate information
C. Train agents to capture the information required by each support team
D. Validate the data when tickets are being created by service desk agents

Answer: C

Explanation:
The approach to reduce rework is to train agents to capture the information required by each support team (B).
The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.1.3) states: "Training service desk agents to collect comprehensive and accurate ticket data reduces escalation rework by ensuring higher tiers receive sufficient context, minimizing delays and recurring incidents." This empowers first-line support, unlike option A (validation is reactive), option C (restricts ticket use), or option D (swarming is broader but less targeted). The guide notes: "Effective training enhances ticket quality and resolution efficiency." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.1.3 - Service Desk Training and Ticket Management.

NEW QUESTION # 43
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By focusing on increasing employees' technical experience
B. By creating career paths dedicated to single technologies
C. By making it easier for employees to focus on one role
D. By continually adapting roles to evolving organizational requirements

Answer: D

Explanation:
Roles and competencies should be managed by continually adapting them to evolving organizational requirements (C). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.3.2) advocates for flexible role definitions to respond to technological and market shifts, ensuring the service value system remains effective. This approach supports skill development and role evolution, unlike option A (rigid focus), option B (technology-specific paths), or option D (narrow technical emphasis). The guide emphasizes adaptability as a core competency.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.2 - Adapting Roles and Competencies.

NEW QUESTION # 44
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